Holiday Inn Express & Suites Longmont

[redacted] ? ? Reply all|Fri 9/15, 1:PM [redacted] ? InboxTo help protect your privacy, some content in this message has been blockedTo re-enable the blocked features, click here.To always show content from this sender, click here.To Whom It May Concern:We book all rooms per Industry standards which includes reading back the guest reservation per the script provided which includes the confirmation number as well as dates and room type and rate? Once the guest receives the confirmation number they are responsible for the reservation.When I spoke to the guest he stated he did not specify the month he wanted, he just said the 1stAs he called in May the reservation was made for the 1st of June? ? ? After speaking with guest, I was willing to compromise and offered to compensate by accepting partial responsibility as I could see there may have been a miscommunication, even though the guest is 100% responsible, by refunding half of the No Show charge for the two rooms? This was charged per Industry Standard for guests who do not show for their guaranteed reservation? He insisted that he wanted all of it or nothing, at this point I apologized to the guest, but I was only willing to refund 50% which was one room as he booked two rooms, and I explained that I would do it as a courtesy.The hotel is under no obligation to refund a guest for a no-show, once they receive their confirmation number they are solely responsible for all portions of the reservation including room type, rate and dates of stayAs he was insistent that he receive all, I informed him that if he was not willing to accept my offer then we would not be refunding any no-show charges? He then took this up with our Brand’s Guest Relations department, and they stand behind us 100%.? As far as the price is concerned had the guest booked for the first of July the guest would have paid an additional twenty dollars per night for a standard room? Prices in the hotel industry change daily, and our prices are and were in line with other properties in our area, and our property type? Also, when booking a reservation for a guest we always tell the guest the rate for that night? It is a part of the script when reading back the confirmation to the guest along with the date and room type? Which the guest obviously had as he knew the rate for the second night, which we did not charge was $139.00, this is also part of the script we read back, to ensure the guest has all the information about their reservation? ? [redacted]

[redacted] Reply all|Fri 9/15, 1:PM [redacted] InboxTo help protect your privacy, some content in this message has been blockedTo re-enable the blocked features, click here.To always show content from this sender, click here.To Whom It May Concern:We book all rooms per Industry standards which includes reading back the guest reservation per the script provided which includes the confirmation number as well as dates and room type and rate Once the guest receives the confirmation number they are responsible for the reservation.When I spoke to the guest he stated he did not specify the month he wanted, he just said the 1stAs he called in May the reservation was made for the 1st of June After speaking with guest, I was willing to compromise and offered to compensate by accepting partial responsibility as I could see there may have been a miscommunication, even though the guest is 100% responsible, by refunding half of the No Show charge for the two rooms This was charged per Industry Standard for guests who do not show for their guaranteed reservation He insisted that he wanted all of it or nothing, at this point I apologized to the guest, but I was only willing to refund 50% which was one room as he booked two rooms, and I explained that I would do it as a courtesy.The hotel is under no obligation to refund a guest for a no-show, once they receive their confirmation number they are solely responsible for all portions of the reservation including room type, rate and dates of stayAs he was insistent that he receive all, I informed him that if he was not willing to accept my offer then we would not be refunding any no-show charges He then took this up with our Brand’s Guest Relations department, and they stand behind us 100%As far as the price is concerned had the guest booked for the first of July the guest would have paid an additional twenty dollars per night for a standard room Prices in the hotel industry change daily, and our prices are and were in line with other properties in our area, and our property type Also, when booking a reservation for a guest we always tell the guest the rate for that night It is a part of the script when reading back the confirmation to the guest along with the date and room type Which the guest obviously had as he knew the rate for the second night, which we did not charge was $139.00, this is also part of the script we read back, to ensure the guest has all the information about their reservation [redacted]

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Reply all|Fri 9/15, 1:PM*** *** ***
*** *** InboxTo help protect your privacy, some content in this message has been blockedTo re-enable the blocked features,
click here.To always show content from this sender, click here.To Whom It May Concern:We book all rooms per Industry standards which includes reading back the guest reservation per the script provided which includes the confirmation number as well as dates and room type and rate Once the guest receives the confirmation number they are responsible for the reservation.When I spoke to the guest he stated he did not specify the month he wanted, he just said the 1stAs he called in May the reservation was made for the 1st of June After speaking with guest, I was willing to compromise and offered to compensate by accepting partial responsibility as I could see there may have been a miscommunication, even though the guest is 100% responsible, by refunding half of the No Show charge for the two rooms This was charged per Industry Standard for guests who do not show for their guaranteed reservation He insisted that he wanted all of it or nothing, at this point I apologized to the guest, but I was only willing to refund 50% which was one room as he booked two rooms, and I explained that I would do it as a courtesy.The hotel is under no obligation to refund a guest for a no-show, once they receive their confirmation number they are solely responsible for all portions of the reservation including room type, rate and dates of stayAs he was insistent that he receive all, I informed him that if he was not willing to accept my offer then we would not be refunding any no-show charges He then took this up with our Brand’s Guest Relations department, and they stand behind us 100%. As far as the price is concerned had the guest booked for the first of July the guest would have paid an additional twenty dollars per night for a standard room Prices in the hotel industry change daily, and our prices are and were in line with other properties in our area, and our property type Also, when booking a reservation for a guest we always tell the guest the rate for that night It is a part of the script when reading back the confirmation to the guest along with the date and room type Which the guest obviously had as he knew the rate for the second night, which we did not charge was $139.00, this is also part of the script we read back, to ensure the guest has all the information about their reservation *** ***
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   Reply all|Fri 9/15, 1:54 PM[redacted] InboxTo help protect your privacy, some content in this message has been blocked. To re-enable the blocked features,...

click here.To always show content from this sender, click here.To Whom It May Concern:We book all rooms per Industry standards which includes reading back the guest reservation per the script provided which includes the confirmation number as well as dates and room type and rate.  Once the guest receives the confirmation number they are responsible for the reservation.When I spoke to the guest he stated he did not specify the month he wanted, he just said the 1st. As he called in May the reservation was made for the 1st of June.    After speaking with guest, I was willing to compromise and offered to compensate by accepting partial responsibility as I could see there may have been a miscommunication, even though the guest is 100% responsible, by refunding half of the No Show charge for the two rooms.  This was charged per Industry Standard for guests who do not show for their guaranteed reservation.  He insisted that he wanted all of it or nothing, at this point I apologized to the guest, but I was only willing to refund 50% which was one room as he booked two rooms, and I explained that I would do it as a courtesy.The hotel is under no obligation to refund a guest for a no-show, once they receive their confirmation number they are solely responsible for all portions of the reservation including room type, rate and dates of stay. As he was insistent that he receive all, I informed him that if he was not willing to accept my offer then we would not be refunding any no-show charges.   He then took this up with our Brand’s Guest Relations department, and they stand behind us 100%. As far as the price is concerned had the guest booked for the first of July the guest would have paid an additional twenty dollars per night for a standard room.  Prices in the hotel industry change daily, and our prices are and were in line with other properties in our area, and our property type.   Also, when booking a reservation for a guest we always tell the guest the rate for that night.  It is a part of the script when reading back the confirmation to the guest along with the date and room type.  Which the guest obviously had as he knew the rate for the second night, which we did not charge was $139.00, this is also part of the script we read back, to ensure the guest has all the information about their reservation.   [redacted]